Tutor
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4 Messages
Does AT&T care if they keep my business?
Doesn't look like it...
I sent this email to [email scrubbed] January 6th and have yet to receive a reply...
"To Whom It May Concern,
My family has a five line account and have been great customers of AT&T for years. My line, xxx xxx 0316, Samsung S8 is currently available an upgrade. AT&T is running a $300 special where I would receive $300 in credits toward my upgrade if the phone is in good working order and valued at $60. The challenge is my phone’s screen and back is cracked which reduces it’s trade in value to $40.
I spoke with Jasmine, a customer service representative at Elite Care Chicago (who was awesome by the way) who told me she understood my frustration that she could not do anything to help overcome the $20 trade in deficit and said I should email Elite Care.
I would think there would be an exception for a long time customer in a situation like this. I really don’t think AT&T would feel it’s a good business practice to lose $220 in monthly revenue over $20 dollars because I chose to take my business to a competitor. Nor do I think my negative experience would help AT&T’s reputation when people ask me about it. I work in business where reputation is everything, even on such as small scale as a single customer.
Please let me know if you help me in this matter. Feel free to call or email.
Regards,
David xxxxxxxx
I sent this email to [email scrubbed] January 6th and have yet to receive a reply...
"To Whom It May Concern,
My family has a five line account and have been great customers of AT&T for years. My line, xxx xxx 0316, Samsung S8 is currently available an upgrade. AT&T is running a $300 special where I would receive $300 in credits toward my upgrade if the phone is in good working order and valued at $60. The challenge is my phone’s screen and back is cracked which reduces it’s trade in value to $40.
I spoke with Jasmine, a customer service representative at Elite Care Chicago (who was awesome by the way) who told me she understood my frustration that she could not do anything to help overcome the $20 trade in deficit and said I should email Elite Care.
I would think there would be an exception for a long time customer in a situation like this. I really don’t think AT&T would feel it’s a good business practice to lose $220 in monthly revenue over $20 dollars because I chose to take my business to a competitor. Nor do I think my negative experience would help AT&T’s reputation when people ask me about it. I work in business where reputation is everything, even on such as small scale as a single customer.
Please let me know if you help me in this matter. Feel free to call or email.
Regards,
David xxxxxxxx
formerlyknownas
ACE - Sage
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117.2K Messages
4 years ago
Since AT&T doesn't have any email for support, it doesn't surprise me you haven't received response, and I can't imagine where your email went.
If you use the trade-in calculator your phone with those damages does come in under $60. So you don't qualify for a promotion that requires a trade in worth at least $60.
I'm surprised your broken phone even comes it at $40. There's very little that can be done with a phone that's been that damaged.
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user54274
New Member
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1 Message
4 years ago
I was asking myself the same question after just speaking with a customer service representative. They upgraded my plan without my knowledge and that increased my monthly bill. They claimed they send a notification of this "promotion" 60 days in advance where they will add 15G to the plan (but customer pays for it, of course). I did not get such notification as I would have said no. The first time I saw the extra charge, I called and asked to fix and they supposedly did but this is the second monthly bill I am getting charged extra. I asked for the credit and she adamantly (and quite rudely) said no multiple times. They think they have you in their pocket as a customer of 15+ years and can do whatever they like.
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mobilemax
Employee
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797 Messages
4 years ago
Hello,
Your local corporate store would be he best place to get resolution. That promotion you’re outlining is to add a line. As of 01/17/2020 it shows this detailed from the $300 upgrade offer:
Offer Requirements:
Consumer wireless customers on an eligible unlimited plan
Purchase an eligible new smartphone on an AT&T installment plan (or EIP)
Trade-in a smartphone (must meet $35 required minimum value)
The trade in value is lower for he upgrade offer. Hope that helps, see full details on www.att.com/deals
(edited)
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